Unhappy client

I first claimed from my Metropolitan hospital plan on the 18th of June 2024. I was then requested to submit some documents and I submitted same. I was then told that I need to pay the doctor for him to fill in the claim forms which I've never had to do. I requested them to send me the policy where it states that I will be liable for any fees when I claim. By the way I've had this policy since 2016 and had already claimed twice from it but never had to request the doctor to fill in any forms.

Metropolitan then said that they will pay the doctor once he had submitted the forms and even gave a letter confirming same. I was also advised that the forensic department will arrange with the doctor so he can submit the forms. This all happened during June and July and the last update I received was on the 2nd of July 2024.

I tried to call them and request feedback but they never call me back. I am always promised to be called back but they never do.